Persistent Consistency in the Dental Office

by Dr. Ron Arndt

Last week we talked about Consistent Consistency in Service, today’s article is about evaluating and incorporating persistent consistency in the dental office.

Steps for Dental Patient Customer Service Excellence

  • What have your patients/guests come to expect from you and your team at every visit? Are you on time all the time?
  • Does your administrative team greet every guest every time with a smile and hello using the patient’s name?
  • Do you always call your patients in the evening after a challenging procedure? Every time?
  • Are your restrooms spotless and stocked with toothbrushes, toothpaste, the rubbish can empty, and the mirror spotless? All the time?
  • Do you have a fail-safe system in place when there are service defects (and we know they will happen as perfection is an impossibility)? Service recovery is magnificent in growing your brand loyalty!

Wait before you declare that this Dental Tip is useless. Think of this:

Successful people do ALL the time what less-than-successful people do SOME of the time.” ~ Coach Ronism

There are few things more frustrating than a dental practice that offers outstanding patient/guest service on one visit and miserable or miss-attended service the next. Service consistency is an expectation of all patients/guests at all times; they want peace of mind and no unpleasant surprises.

I know this isn’t your office yet I invite you to take an inventory…an honest inventory.

Inconsistency is the cornerstone of many less-than-successful dental practices and businesses today since customers/guests do not have the patience or inclination to continue to visit a business where they do not ever know what to expect.

Here are a few PERSITENT CONSISTENCY tips:

  1. Review your practice core values regularly to determine that they are being considered in every interaction with your patients.
  2. Recognize those employees who consistently go above and beyond the call of duty.
  3. Educate your entire team to what you WANT and EXPECT (that means you have to do the work to determine what you want and expect). Do you back that up with training and other resources to help them be successful?
  4. Make your Morning Huddles energizing, guest-focused and service-oriented.
  5. Set Standards that focus on consistent results time after time.
  6. Make it all about the RELATIONSHIPS! Relationships, whether professional or personal, are built on the solid foundation of trust. Do I like you? Do I trust you? If so, I will buy from you!
  7. The Ten-Foot “Hi!” Make it a rule that if any employee is within 10 feet of a guest, patient, employee, owner, UPS delivery person, or maintenance person, you acknowledge that person with a “Hi, nice to see you!” (Thank you John DiJuliis)

Now, what will it take for you to be a “DUKE” with your practice? Remember my Ronism: “Successful people do ALL the time what less-than-successful people do SOME of the time.

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